Kishman N. Spence Executive Director, KPMG Jamaica

Kishman Spence is a customer operations leader with over 25 years of experience in designing, managing and transitioning service delivery touchpoints across the front and back office. He possesses a deep understanding of contact centers, helpdesks and shared service (KPO) environments.

Kishman brings a diverse blend of customer operations skills to the table, including: workforce management, quality management, training development and delivery, helpdesk operations, business process analysis, reporting & governance, CI methodologies, technology implementation and integration, operations and facilities management, strategy development and execution and leadership, team development & capacity building.

Kishman is a recognized leader in the customer operations industry, serving as a 4-year board member of the Global Skills Services Council (GSSC). He has shared his expertise on industry panels at the Outsource 2 Jamaica Conference and other nationally televised engagements with the Global Services Association of Jamaica (GSAJ) and Jamaica Promotions Corporation (JAMPRO).

He holds a Master of Science Degree in International Management from the University of Liverpool and is a Customer Operations Performance Center (COPC) Registered Coordinator since 2008. These qualifications, coupled with his extensive experience, solidify his expertise in the field.

Throughout his career, Kishman has achieved remarkable success in: establishing regional sales and service contact centers in Jamaica, St. Lucia, Barbados, Anguilla and Trinidad for Cable & Wireless; building and managing high-performing contact center quality teams in diverse locations like Jamaica, Berlin and Tunisia; leading successful transition and start-up teams for establishing Vistaprint’s Manila (Philippines) operations; growing KPMG JESS’ site from handling 230 processes in 2020 to managing 93 unique KPO processes for KPMG USA with a workforce of 700.

Kishman is a passionate advocate for leveraging technology to enhance customer interactions. Known for his audacious, transparent and cutting-edge speaking style, Kishman pushes boundaries and explores the art of the possible.